Application Support Specialist - Overnight M-F

Role overview

Provide overnight application support for a cloud-based clinical software platform used in radiology workflows. This remote, hourly role focuses on monitoring customer environments, resolving technical and workflow issues, protecting operational reliability, and coordinating with internal teams when incidents require escalation. The preferred schedule is 11:00 PM–7:30 AM Eastern, Monday through Friday, with rotating overnight and weekend coverage as business needs require.

Responsibilities

- Monitor customer sites and respond proactively to reported or detected issues. - Troubleshoot application, network-performance, and workflow problems while following documented procedures and service-level commitments. - Record incidents accurately and completely in the ticketing system. - Escalate unresolved or higher-risk issues through the appropriate internal channels. - Follow monitoring, alerting, security, and data-protection procedures. - Work with engineering and product teams on software issues and help maintain knowledge-base articles and operational runbooks.

Requirements

- At least three years of Level I or higher troubleshooting experience in a call-center or technical-support environment. - Experience supporting healthcare users, clinical applications, or clinician onboarding. - Familiarity with radiology workflows; experience with PACS administration or analysis is preferred. - Basic understanding of DICOM, HL7, and modality worklist standards. - Ability to troubleshoot effectively with medical professionals, including radiologists. - Experience with Zendesk, Google Workspace, or comparable SaaS support tools.

Nice to have

- Experience working in a startup or fast-changing software environment. - Prior PACS administrator or PACS analyst experience.

Benefits and work setup

- Remote work within the United States. - Base pay listed at $30–$36 per hour, plus equity and benefits; actual pay may vary by location, skills, and experience. - Medical, dental, and vision coverage; life insurance; flexible paid time off; paid parental leave; 401(k) matching; company-provided Apple equipment; and support for conferences or continuing education.